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SAP Service Delivery Manager


  • Bydgoszcz

    Bydgoszcz, Kuyavia-Pomerania
  • offer expired over a month ago
  • contract of employment, B2B contract
  • full-time
  • director, team manager
  • home office work, hybrid work
  • Immediate employment
  • remote recruitment

Your responsibilities

A Service Delivery Manager (SDM) has the responsibility to manage SAP service delivered by NATEK to customer/s in a selected territory. SDM has also an active participation to the account/s development.

SDM is a bridge between the NATEK teams (Sales, Recruitment, HR, Finance, Office Management, IT employees and external suppliers) and customer. The person monitors trends in technology and services and brings them to the attention of supervisors and function heads, which may result in bringing new services to the portfolio of NATEK.


Account management:

• Acts as a single point of contact for NATEK customers for delivery, builds and maintains client relationships both internally and externally

• Acts as an expert on operations and standard delivery model to clients

• Business development under given project/s: deals detection to make sure that NATEK selling value is always turned into gross profit

• Investigates customer needs, detects, generates, and influences on customer needs

• Builds forecast of current and future results as headcount and gross profit

• Ensures that operations delivered builds trust and brings valuable business partnership for customer

• Provides and indicates added value coming from all types of NATEK services (all business lines)

Delivery Management:

• Works out strategies to maintain, improve and develop service delivery

• Executes policies and quality processes, designed to ensure consistently high service performance, monitors employees’ and evaluates customer feedback to improve quality processes

• Defines and /or executes Service Level Agreements (SLA’s) in relation to contracted services

• Ensures that the service delivery process is effective by minimizing the cost incurred in the processes with the objectives to decrease costs, and increase Gross Margin

• Investigates and shares customer plans and business actions towards sales and other NATEK functions to maximize the efficiency of delivery

• Ensures that client’s satisfaction is always guaranteed, monitors, and manages all factors impacting customer satisfaction and NATEK delivery, shares and escalates accordingly

• Ensures that all contracted services and targeted KPIs and SLAs, provided by NATEK for customers are delivered profitably and met customer expectations

• Regularly reviews SLA’s efficiency and Quality processes to drives the service owners to deliver at the committed level

• Controls administration tasks related to delivery

Benchmarking on Technologies:

• Monitors trends and emergencies of new technologies to anticipate the evolution of the company offers

• Keeps informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, plus the latest product-line developments

• Builds education platforms and forum to increase competency level of the technical forces

Sales Support:

• Preparation of presentations about the products or services with all their values for the usage of the marketing & sales department

• For each project bid or new request: preparations of SOW with detailed description of service assumptions regarding deliveries, SLA, risks, fee, and incentives

• In relation with reporting department, elaborates ramp up plan with estimated gross margin and profitability (BUC)

People Management:

• Responsible for hiring, building, shaping, educating, motivating

• Team and people management for given project/s and/or Customer/s

• Establishes strong and long-lasting relations with team members: IT employees and suppliers

• Leads annual appraisal process with support of HR

• Initiates, implements, and monitors the plan/progress of workshops, training courses, certifications, with the reference to service delivery

• Leads the local teams of IT professionals to deliver best-in-class customer experience and achieve operational excellence

• Administration tasks resulting from people management, e.g. expenses, attendance

Our requirements

• Minimum of 4 years of professional experience in similar role: Service Delivery Management, Project management, Operations Management, People Management

• Strong understanding of the SAP landscape (hands-on experience in SAP Basis and/or AMS support) and service delivery process

• Experience in S/4 Hana migration with mid to large SAP environment

• Experience in building and sustaining customer relationships on a senior level

• People management experience (within a medium size team)

• Very good negotiation skills, ability to influence others

• Logical and analytical approach

• Business and sales orientation: able to turn customer requirements into workable solutions

• Leadership personality

• Excellent communication skills

• Fluency in English is a must


• Experience in working within outsourcing environment, or managing outsourced suppliers

• Other language as French or German

What we offer

  • Cooperation based on a common trust

  • Real contribution to the company’s growth

  • Independent role within a multinational environment

  • Direct cooperation with NATEK Board

  • Career development, assigning your skills and career plans to suitable projects

  • Salary adjusted to your experience and skills

  • For contractors (B2B): possibility to add 21 service days for each 12 month of cooperation

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • employee referral program

  • extra leave


Building on our shared company values - accountability, expertise, and partnership - NATEK's mission is to deliver high quality IT outsourcing and consulting services in the CEE region. Since 2004, our employees have been participating projects for our partners from all over the world in the most important sectors, including finance and insurance, telecommunications, and IT infrastructure. NATEK has offices in Poland, Bulgaria, the Czech Republic and Slovakia, and thanks to a team of over 500 experts, including project managers, programmers and administrators, we are able to effectively support our partners.

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